Support Policy

  1. General Support

Service Support will be provided to the Client at no additional charge. Authorised Users can submit a question by emailing [email protected] or by telephoning +44 (0) 203 940 4650. Authorised Users will be asked to provide their company name and contact information, and each case will be assigned a unique case number. The AMIGO Technology Support Team will use commercially reasonable efforts promptly to respond to each case within no later than 1 business day and will use commercially reasonable efforts promptly to resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in the AMIGO Technology Support Team’s reasonable determination.

  1. Developer Support

AMIGO Technology will provide the basic support of the application programming interface (API) and JavaScript tag, on Business Days between the hours of 09:00 and 17:00GMT via [email protected], limited to the following:

  • a functional description of the objects, methods and properties of the API or JavaScript tag; and

  • verification of availability or performance problems specifically limited to the API or JavaScript tag.

  1. Telephone Support

Telephone Support is available on Business Days, as follows:

  • By calling +44 (0) 203 940 4650

  • Between the hours of 09:00 and 17:00GMT

  • in English

  1. Logging a case

Authorised Users may log a case as follows:

  • Telephone the AMIGO Technology Support Team as described above; or

  • email case details to [email protected]

  1. Reproducing Errors

The AMIGO Technology Support Team must be able to reproduce errors in order to resolve them. The Client agrees to cooperate and work closely with the AMIGO Technology Support Team to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably required and appropriate. Authorised Users may also be asked to provide access to their account and/or computer for troubleshooting purposes.

  1. Excluded Items

AMIGO Technology Standard Support does not include any of the following:

  • Training;

  • Assistance with non-Services products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;

  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.

  1. Changes to Standard Support

AMIGO Technology may change the Standard Support offered from time to time in its sole discretion but shall not provide the Standard Support at a level materially lower than that offered to the Client as of the Effective Date.